Customer Service Training

Christopher C. Gray

*** * ***** ******, #*

Manteno, IL 60950

708-***-**** E-mail: **********@*******.***

Summary

An experienced instructional designer with an extensive background in customer service and

training. Familiar with live instructor led training, virtual web-based classrooms and interactive

computer based training. Experienced with both team projects and independent consulting and

training assignments. Significant experience in the insurance industry.

Professional Experience

Applied Systems, Inc. – University Park, IL

A privately held company that develops and supports several software products for use in the

insurance industry; a nationwide leader in software solutions for independent insurance agent s

Instructional Designer (2002 – 2009)

Part of a team responsible for all materials pertaining to external customer education

Evaluate education requests to determine the most appropriate delivery method; Plan, develop,

and maintain several different asynchronous blended learning curriculums.

Convert 3 major curriculums from 100% instructor led training to blended e-learning curriculums.

Participate and evaluate training alpha and beta programs for all 3 curriculums.

W ork with a wide variety of subject matter experts from different departm ents to develop training

materials; Review and use subject matter expert feedback to edit and improve courseware.

Develop and maintain a training catalog consisting of hundreds of separate educational offerings

including virtual classrooms and interactive computer based lessons.

W rite and maintain reference documentation for both internal and external customers; Create job

aids and other education enhancing materials.

Edit and review hundreds of help file entries for all the Applied Systems software products.

Design scripts for more than 50 interactive computer-based lessons; Perform voice-over work for

interactive computer-base training; Edit and process recordings for web delivery.

W rite and maintain scripts and class content for more than 20 instructor led virtual courses.

Develop, maintain and evaluate systems for student and instructor feedback.

Setup and maintain web page content.

Setup and maintain classes for web-based delivery.

W rite and present several one-shot customer seminars to highlight new or updated system

features.

Product Services Technician (1999 – 2002)

Member of the Consulting Services Division tasked with custom report development

Spearhead the development and implementation of a custom report solution; Design

management, production and accounting reports.

Design and program custom reports to meet customer requirements.

Design and implement customer level database training course; Deliver customer database

training.

Christopher C. Gray Page 2

708-***-**** **********@*******.***

Corporate Agency Trainer (1998 – 1999)

Systems Trainer (1994 – 1998)

Member of the Customer Training department responsible for customer level software training

Build a familiarity with the insurance industry; Adapt skills to meet with changing industry and

software requirements.

Establish a knowledge of basic accounting procedures; Install appropriate accounting settings

necessary to allow the customers to successfully operate in the software.

Customize system settings and training schedule to meet the indiv idual customer needs.

Establish a wide range of travel skills; Function independently from home office for extended

periods of time.

Demonstrate extensive skills related to customer interaction including first contact, training

follow-up and customer support.

Advanced Insurance Technologies – Homewood, IL

A privately held consulting business specializing in the insurance industry

Office Administrator (1993-1994)

Maintain day-to-day office operations.

Coordinate initial response to all phone calls.

Assemble and distribute all customer-marketing materials.

Coordinate travel for remote employees.

Perform all first stage computer support.

Education

B.S. General Engineering

University of Illinois, Champaign, Illinois

Software Proficiencies

Access, Applied Systems Epic, Applied Systems The Agency Manager, Applied Systems Vision,

Captivate, Centra Distance Learning Software, Crystal Reports, Docent Learning Management

Software, Excel, Flash, Front Page, HTML, Java, Photoshop, PowerPoint, SQL, WebEx, Windows,

W ord

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